Overnight Service Desk Analyst

Insight Global; Omaha (NE); On-site; USD 42,000 - 68,000; Full time

Job summary

Insight Global is seeking a Service Desk Analyst based in Omaha, Nebraska. This role provides first-level IT support to end users via the Service Desk and serves as onsite deskside support for the Omaha regional office.

The position balances 90% service desk work with 10% deskside duties, emphasizing strong customer service and timely incident resolution. Candidates should have 2–3+ years of IT experience, ITIL knowledge, and a degree in Computer Science or related field, plus certifications

Qualifications

• 2-3+ years of university level education or equivalent IT experience.
• 2-3+ years in a corporate IT environment.
• Strong understanding of IT Service Management principles (ITIL preferred).
• Ability to troubleshoot common end-user technology issues (Windows, Office/Outlook, hardware, connectivity).
• Experience supporting remote and in-person users.

Responsibilities

• Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
• Respond to and resolve incidents and service requests related to hardware, software, and access issues.
• Log, document, and manage tickets in ITSM tools (e.g., ServiceNow).
• Diagnose issues by gathering information and following procedures.
• Adhere to SLAs for response and resolution times.
• Coordinate with technical teams for updates and resolution.
• Participate in knowledge base creation and improvements.

Skills

Customer service mindset

IT troubleshooting

Strong communication

Multitasking

Attention to detail

Team collaboration

On-site support

Education

Associate's or Bachelor's degree in Computer Science or related field

IT certifications such as A+, Network+, Security+ or Microsoft certifications

Tools

ServiceNow

Job description

Job Description

Insight Global is looking for a Service Desk Analyst to provide regional support, based in Omaha, Nebraska. This role is primarily office-desk based with occasional on-site support. This person will be responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the Omaha regional office. This position is 90% Service Desk focused and 10% deskside support, ensuring consistent user experience, timely incident resolution, and local hands-on support. The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

Service Desk Analyst Responsibilities

• Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
• Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
• Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
• Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
• Resolve tickets using published Knowledge Base (KB) articles and documented processes.
• Adhere to Service Level Agreements (SLAs) for response and resolution times.
• Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
• Coordinate with technical teams to provide timely and accurate updates to users until resolution.
• Participate in knowledge base creation, updates, and continuous improvement activities.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 2-3+ years of university level education or equivalent professional IT experience.
• 2-3+Experience working in a corporate IT environment.
• Strong understanding of IT Service Management principles (ITIL preferred).
• Ability to troubleshoot common end-user technology issues related to:
  • Windows operating systems
  • Microsoft Office / Outlook
  • Hardware and peripherals
  • Basic networking and connectivity
  • User access and account issues
• Strong customer service mindset with the ability to support users both remotely and in person.
• Ability to manage multiple incidents and priorities simultaneously.
• Must have excellent problem-solving skills, clear communication, ability to multitask, collaborate with teams, be organized and good attention to detail
• Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.
• Previous Service Desk experience supporting a corporate or enterprise environment.
• Some hands-on deskside or field support experience.
• Associate's or Bachelor's degree in Computer Science or related field.
• IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.